LiveAgent vs. Vtiger

I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.

Vtiger has evolved in the interfaces design. You can access all required data from one screen, similar to a control data. You have also sales and support dashboards predefined, but you can create your own. As less appropriate the templates design, it has not evolved from old versions of Vtiger.

Incentivized

• It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
• Low on pricing.
• You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
• The user-friendly application.

Incentivized

• I love reporting. I can build a custom report using all or any of the dimensions of my choice. This is great when other programs often limit this ability.
• I like that is a source of truth across the organization. We can all go in and see the same thing.
• This also works for communication with our teams in other countries. We are a global organization.

Incentivized

• Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
• When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
• The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.

Incentivized

• Although Vtiger integrates well with email, like most CRM systems it assumes that you have one email system and therefore it is less suitable for use cases where multiple email systems need to be supported.
• Although Vtiger supports Twitter it does not support other social media systems in the same way. You can tailor the system to hold the URLs of your contacts' social media profiles but if SM is a big thing for your organization then there are better systems available.

Incentivized

I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.

The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.

In the Last versions they have done a strong effort in creating a powerful data screen. Inside the screen you have access to signing, communications with multiple tools integration and connections with all modules related. With a single view you have all control over your data relations. It is similar to a control managing.

Incentivized

The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.

there is not much problem in using CRM. There were times it was lagging or bugging, but later on it will be fixed and I can use it again.

Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.

bold360 worked for our basic purposes but it was pretty bare bones. It didn't give us the option to get sales or to translate from Spanish to English and it made things a bit more difficult. LiveAgent has the features that we needed and it has many of the similar options that we also still use.

Incentivized

The selection of vTiger was done by my management team to be able to see invoicing status in Quickbooks. Unfortunately, this feature has never worked but I think this might be a problem on our end, not a vTiger issue. We looked at Salesforce, HubSpot CRM, and ACT before making the switch to vTiger

Incentivized

• We are generating more sales by having sales representatives online chatting with customers.
• The customer service team is able to avoid answering the same guest on a number of platforms (ie. when a guest emails in, fills out a "contact form," and chats with a representative in live time in the span of ten minutes) because LiveAgent enables us to have all of our communication in one platform.

• I managed to increase my production by 20% each month.
• We increased the number of new clients each year.
• Clients were satisfied by our support team.

Incentivized